Salesforce System Specialist

We are looking for a Salesforce System Specialist to join our team and play a key role in managing and optimizing our CRM ecosystem. Reporting to the Head of CRM Ecosystem, this role involves system and user administration of CRM tools (Salesforce Sales Cloud and Service Cloud), close collaboration with business and technical teams, and ensuring efficient system design and implementation. You will also support end users by addressing process-related questions, maintaining user documentation, and facilitating training to enhance tool adoption and efficiency.
 

Key Responsibilities

Support Product Roadmap Management

• Together with the Digital Product Owner for CRM, collaborate with Business Stakeholders to gather and document in User Stories detailed business requirements
• Create and maintain comprehensive documentation of business and system requirements. 
• Act as a liaison between different departments and teams to facilitate effective communication and cooperation. 

Platform Management and User Experience

• Work with development teams to design and develop system solutions that meet business needs. 
• Ensure that systems and applications align with business objectives and industry best practices. 
• Monitor the health and safety of the CRM tools, ensuring their implementation and usage are in line with the recommendations/rules of IT security
• Collaborate with developers and QAs to manage tool configurations and plug&play integrations with other systems
• Actively participating in daily Scrum stand-ups, Sprint planning, user stories reviews, and retrospectives

Support Cross – Functional collaboration

• Collaborating with CRM end-users and business stakeholders to identify opportunities to streamline and optimize business processes using technology solutions.
• Proactively propose to the Digital Product Owner process improvements to enhance operational efficiency and effectiveness.
• Participate in projects and initiatives led by other teams (e.g. Sales, Marketing, Customer Operations) related to the CRM tool/data usage, supporting and advising on best practices and effective methodology
• Provide regular reports on project progress and issues to stakeholders and management

End-User Management and Training

• Collaborating with the technical team, maintain accurate and up-to-date system documentation
• Develop and maintain up-to-date the User support communication media, such as User manuals and FAQ, Video pills, Training material,..
• Support users in the adoption of the CRM tools in compliance with the PXG processes and policies
• Lead the user management and first-line user support as needed, with IT issues being escalated to relevant teams.
• Assist in managing change related to system implementations, including training and communication to end-users. 
• Ensure smooth transitions during system upgrades or migrations. 

Data Management and Reporting 

• Handle requests from end-users to develop and maintain reports and dashboards in the CRM tools
• Assist in ad hoc reporting requests as needed
• Run recurring data cleansing activities in the CRM systems to ensure an optimal level of CRM data quality and accuracy

Essential Requirements

• Bachelor's degree in economics, business management, Information Technology or any other related field
• 2+ years of relevant experience
• Good understanding of CRM platforms and tools (e.g. Salesforce Sales and Service Cloud, Marketing automation tools like Adobe Marketo and Marketing Cloud, Contract Management tools like DocuSign)
• Ability to configure, optimize, and troubleshoot CRM functionalities, including workflow rules and process builders
• Strong analytical and problem-solving skills
• Experience with Agile methodology
• Good communication and organizational skills to interact both, with business and technical stakeholders
• Ability to create user guides, training materials, and process documentation.
• Ability to execute a change management plan
• Dynamic attitude and curiosity for all that concerns innovation technology
• Basic Knowledge on APIs configuration and integration (nice to have)
• Basic knowledge of programming language (e.g. SQL, SOQL, Java) (nice to have)
• Salesforce Certified Administrator (nice to have)
• Professional English working knowledge

We are offering

• Good compensation - Competitive € salary plus benefits package. 
• Development opportunities. 
• Challenging but also a friendly working environment. 
• And much, much more... 

About Proximus Global

Proximus Global, combining the strengths of Telesign, BICS, and Route Mobile, is transforming the future of communications and digital identity. Together, our solutions fuel innovation across the world's largest companies and emerging brands. Our unrivalled global reach empowers businesses to create engaging experiences with built-in fraud protection across the entire customer lifecycle.
Our comprehensive suite of solutions – from our super network for voice, messaging, and data, to 5G and IoT; and from verification and intelligence to CPaaS for personalised omnichannel engagement – enables businesses and communities to thrive. Reaching over 5 billion subscribers, securing more than 180 billion transactions annually, and connecting 1,000+ destinations, we honour our commitment to connect, protect and engage everyone, everywhere.